Rooms Controller

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Hyatt Regency Times Square is perfectly located in the heart of Times Square excitement, situated directly on Broadway between 48th and 49th Streets. This iconic, ultra-modern, full-service hotel is surrounded by Broadway theaters and close to world-famous shopping and sightseeing. The hotel has 795 modern, newly renovated guestrooms.

The Rooms Controller partners closely with Front Office, Housekeeping, Revenue Management, Sales, Food & Beverage, and Finance to ensure accurate inventory control, smooth arrivals and departures, and thoughtful handling of guest needs. Success in this role requires strong judgment, attention to detail, and the ability to balance guest experience with commercial outcomes.

Inventory & Room Control

Balance daily room inventory across transient, group, and contracted business, ensuring alignment with forecasted demand and operational realities.
• Block the house strategically, accounting for VIPs, groups, extended stays, maintenance, housekeeping flow, and special guest requirements.
• Clear daily due-outs and resolve room status discrepancies to maintain system accuracy and support seamless check-in experiences.

Revenue & Upsell Management

• Manage and optimize the Nor1 upsell platform, ensuring inventory accuracy and consistent fulfillment of confirmed upgrades.
• Partner closely with Revenue Management to support yield strategies, overbooking controls, sell-out dates, and compression management.
• Monitor room-type availability and assist with inventory decisions that maximize both guest satisfaction and revenue performance.

Guest Satisfaction & Brand Quality

• Review, respond to, and analyze all guest satisfaction surveys, including Hyatt channels and third-party platforms.
• Compile and maintain guest satisfaction score dashboards, highlighting trends, root causes, and improvement opportunities.
• Share insights with leadership and department heads to drive service recovery, training focus, and continuous improvements supporting Hyatt's commitment to listening and learning from our guests.

OTA & Distribution Channel Management

• Manage all OTA extranets, ensuring accuracy of rates, availability, restrictions, and content.
• Respond promptly to OTA inquiries, reservation issues, and guest feedback, protecting both revenue and brand reputation.
• Analyze OTA performance data to identify booking trends, production shifts, and optimization opportunities.

Group & Contract Management (Front Desk related)

• Manage group room blocks from contract loading through departure, including rooming lists, pickup monitoring, cut-off management, and block adjustments.
• Coordinate closely with Sales, Front Office, and Revenue to ensure group inventory is optimized and released appropriately.
• Support group routing, billing instructions, and special arrangements to ensure smooth execution and billing accuracy.

Billing, Folios & Financial Coordination (Front Desk related)

• Assist with routing and billing setup for individual and group reservations.
• Monitor, research, and resolve open folios, PM accounts, and unsettled balances.
• Settle and close open folios in close coordination with the Finance team, ensuring compliance with internal controls and audit standards.

Front Office Operations Support

• Maintain and order supplies necessary for front desk and guest-facing operations.
• Prepare guest vouchers for Food & Beverage outlets, ensuring accurate tracking and authorization.
• Support front office leadership during high-occupancy periods, special events, and peak arrival days.
• Control & communicate OOO rooms daily.
• Assist with walks and arranging alternate accommodations.
• Ensure rate codes match reservations

Interdepartmental Collaboration

• Maintain daily communication with Housekeeping regarding room priorities, early arrivals, late departures, and service recovery needs.
• Coordinate with Food & Beverage on VIP amenities, vouchers, and group-related guest arrangements.
• Serve as a trusted liaison between departments to ensure alignment, clarity, and consistent guest experiences.

Qualifications & Skills

• Prior experience in Front Office, Rooms Operations, Reservations, or a similar role in a large hotel environment preferred.
• Working knowledge of PMS, OTA extranets, upsell platforms, and guest satisfaction tools.
• Strong analytical, organizational, and problem-solving skills.
• Clear communicator with the ability to collaborate across departments.
• Comfortable operating in a fast-paced, high-volume, urban hotel setting.